What is Customer Success?

Over the last few years, I have been working at the Head of Customer Success, which for many might seem a strange change of pace from the HR Technology Consultant/Expert/Whatever.

However, it is not that far from what I had been doing. A lot of my career had been spent in project delivery roles of various technology platforms. Over the years I started to realise how critical change management was in the process.

My views on change management could be summed up in a simple cartoon for years I was using on the back of my business card:

Gapingvoid

The image is from Hugh MacLeod of Gapingvoid, although I don’t seem to be able to find the originally published version anywhere.

This approach to project implementation moved my focus from just being about time, cost and quality. To ensure that the end solution actually met the customer, or user, in this case, needs and added value to their day.

Jump forward and this brings me to the definition of a customer success function that I have been using for the last few years. The basics came from Lincoln Murphy‘s book on Customer Success.

To me customer success needs to be focused on 5 areas:

  1. Orientated around the success of your customers using your service or product – adding value to them.
  2. Revenue generating – yes with a subscription economy if you are not driving up customer lifetime value you are doing it wrong.
  3. Proactive engagements that have a context to the customer – these are the best to engage and demonstrate value for customers.
  4. Analytical focused, not just relationship based – you cannot scale a customer success function based totally on relationships.
  5. Predictive so you can let the CFO know churn and growth numbers.

There are lots of ways to execute on these factors.